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Already signed in to iD but had to create a different additional id to get into this!

  • April 18, 2026
  • 3 replies
  • 4 views
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New Contributor

How come i couldn't use the help hub with my existing iD log in details, but had to create a separate one, which isn't made clear. my password wasn't recognised so eventually I opted for 'forgot password' so I could enter the competition, waited for the reset email which never came!! now ive created a separate log in for the Help hub, the competition is closed aaah! I had the winning answer too.

Best answer by Gemma M

Hi ​@Dave ja view,

 

I’m really sorry to hear about your experience, I can understand how frustrating that must have been, especially missing out on the competition after going through all those steps.

 

The iD Community (Help Hub) does currently require a separate login from your main iD Mobile account, which can definitely catch people out if it’s not clear. It also sounds like the password reset email didn’t come through as expected, which would have made things even more difficult, apologies for that inconvenience.

 

I know it’s disappointing to have missed the competition, especially when you were confident in your answer! Hopefully there’ll be more chances to take part in future, so fingers crossed for better luck next time.

 

If you have any other questions or need help with anything else, we’re always here to help.

 

Regards,

 

Gemma M

The iD Mobile Social Media Team

    3 replies

    Gemma M
    iD Mobile Employee
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    • Gemma M
    • iD Mobile Employee
    • Answer
    • April 19, 2026

    Hi ​@Dave ja view,

     

    I’m really sorry to hear about your experience, I can understand how frustrating that must have been, especially missing out on the competition after going through all those steps.

     

    The iD Community (Help Hub) does currently require a separate login from your main iD Mobile account, which can definitely catch people out if it’s not clear. It also sounds like the password reset email didn’t come through as expected, which would have made things even more difficult, apologies for that inconvenience.

     

    I know it’s disappointing to have missed the competition, especially when you were confident in your answer! Hopefully there’ll be more chances to take part in future, so fingers crossed for better luck next time.

     

    If you have any other questions or need help with anything else, we’re always here to help.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
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    New Contributor
    • Dave ja view
    • Author
    • New Contributor
    • April 19, 2026

    Thank you Gemma, I appreciate your acknowledgement of my initial experience, your response demonstrates this is an understanding community.

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+8
    • Gemma M
    • iD Mobile Employee
    • April 19, 2026

    Hi ​@Dave ja view,

     

    Thank you for your response and feel free to contact us back at anytime if you need assistance. 

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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